Support Technician 1 (Professional Level 02)

**PLEASE CAREFULLY READ ALL THE DETAILS BEFORE APPLYING***

Work Type:

• Remote/WFH

Working Hours : TBD (UsuallyUS Hours/Night shift)

Start Date : TBD

JOB OVERVIEW

The Support Technician 1 works within our Backup and Disaster Recovery team to provide technical support for backup and disaster recovery systems and serves as the first contact for customers via phone or email. Our Support Technicians handle initial triage and problem resolution and escalate to Level 2 Support Technicians as required. This position is perfect for someone looking to apply their technical expertise to a fast-paced, customer-focused environment.

JOB ROLE & RESPONSIBILITIES

What You’ll Do:

• Manage backup and disaster recovery support tickets promptly and document customer interactions.
• Serve as the first contact with customers who need technical assistance via the phone or email.
• Perform troubleshooting using different diagnostic techniques and creative thinking.
• Troubleshoot, diagnose, and resolve hardware and software issues for cloud-based and customer-facing systems.
• Provide quick resolution and excellent customer service.
• Redirect unresolved matters to the next level of support.
• Provide information on related IT products or services.
• Keep records of problems and their solutions.
• Follow up with customers and meet prescribed SLAs.
• Provide feedback on processes and make recommendations on areas to improve.
• Maintain technical documentation and service catalog on the installation of software, the configuration of hardware, and problem troubleshooting.
• Perform fixes to Windows server and cloud systems.
• Perform fixes to Veeam backups for servers and O365.
• Perform post-resolution follow-ups with Level 2 technicians and customers as necessary.
• Assist with other customer issues and internal projects as required.

JOB REQUIREMENTS

What Skills & Experience You’ll Need:

• Bachelor's degree in computer science or a high school diploma and two years of relevant experience.
• Hands-on experience diagnosing and resolving technical issues using creative problem-solving skills.
• Previous working experience as a support technician for two years in a similar role.
• Intermediate knowledge of Windows operating systems—desktop and server.
• Working experience with service desk ticketing systems, monitoring tools, and patching tools.
• Knowledge of VMware vSphere and Microsoft Hyper-V.
• Basic network infrastructure knowledge (switching, routing, TCP/IP, etc.)
• Must have Veeam Software experience.
• Must have basic knowledge of Microsoft 365.
• Experience working with enterprise backup platforms is preferred.
• Ability to follow processes but also think outside the box.
• Excellent organizational, communication, and interpersonal skills.
• Highly customer-oriented and patient.
• Strong attention to detail and self-motivation.